Troubleshooting the SCOTTY Mobile

Before you contact our support team, there are a lot of small checks that you can run, which might resolve your problem.

Quick checklist:

• Is the correct SCOTTY Teleport software running?

• Is the telephone number correct (you can click on “Details” on the error statement window to double check)?

• Have you connected the ISDN cable(s) into the correct socket(s)?
  
  Careful, the LAN connector looks identical to the ISDN connector (and you can damage the PC card with ISDN!).
  
  Also, on the SCOTTY Mobile, the “ISDN2” plug is only for special dual 64 kbps connections.  The “ISDN1” plug is for normal 64 or 128 kbps calls.

• Is the network really working properly?
  
  Inmarsat GAN users: the GAN must be registered for high speed data, the signal should be at least 500, the batteries should be full).
  
  ISDN users: the outlet should be ready for high speed data, not just voice and fax. You must have an NT-1 (network termination unit) with an S-Bus connection to the SCOTTY Mobile..

• Is the SCOTTY configured for your ISDN protocol (normally the SCOTTY is delivered to support Euro ISDN)?

Isolate the problem:

• Can you receive calls?

• Are both 64 and 128 kbit/s calls not working?

• Does replacing or exchanging the cables help?

• Do different network options work?
  
  Inmarsat GAN users: exchange or replace the GANs.
  
  ISDN users: try a different outlet, try going straight to the NT box.

• Can you connect to a different location (e.g. SCOTTY)?

• Can you make a voice call?

• Can you make a call through a different kind of network (e.g. over satcom, over ISDN, etc)?

• Does the SCOTTY Teleport software begin dialling?

• Does the Teleport software begin synchronising?

• Does the Teleport software begin synchronising the video?

• Do other end devices function on this network (other videoconferencing equipment or PC with an ISDN card)?

Quick fixes:

• Try restoring the factory defaults in the Teleport software (Options Factory Defaults).

• Try restarting the Teleport software.

• Try shutting down and rebooting the entire SCOTTY system.

• Try restarting the network access equipment (e.g. TA, NT Box, Inmarsat modem)

• Try restoring the complete SCOTTY configuration (see manual)